If you can't meet your mortgage repayments, or you are concerned that you might not be able to in the immediate future, it is important to contact your lender.

It is a lack of communication that causes lenders real concerns if you can be open and straightforward and explain the problem immediately they are far more likely to be able to help you to find a solution.

Contact your lender and agree a plan with them, but only agree a plan you feel sure you can manage. Lenders are keen to help their customers sort out any payment difficulties.

By law they must treat you fairly and take your present circumstances into account. They may be able to come to a payment arrangement with you at a time when you are finding it difficult to make the payments.

• Your lender might agree to:
• reduce your payments for a period
• allow interest only payments for a while, if you've got a repayment mortgage
• allow you a 'payment holiday'
• extend your mortgage term in years to reduce your payments

However, these options are likely to be more readily offered if you contact your lender early.

Already in arrears?
Your lender will suggest a way to pay off the arrears gradually, alongside your usual payments. If you can't meet the extra payments, you may be able to delay them for a while or add them to your loan. Again, it depends on your track record. It is vital to communicate and agree only to what you can manage. Keep a note of any conversations toy have with the lender and not what you have agreed. They will almost certainly be recording telephone conversations.

Always pay what you can
Pay as much as you can manage every month. Keeping up regular payments (even if they vary) this demonstrates that you are serious and making a real effort. Your lender is more likely to be flexible and helpful if they feel you are making a real and genuine effort. You will also reduce any arrears charges that are being applied to the account.

If you took out your mortgage on or after October 31 2004
The Financial Service Authority (FSA) regulates most mortgages taken out from this date. Under FSA rules lenders must treat you fairly and send you regular statements to keep you informed about your current arrears position. There are also rules covering what the lender must do if it intends to repossess your home.

Unfair treatment
If you feel you are being treated badly and unfairly you can complain. It is important that you keep careful notes of conversations, letters agreements that you have come to with the lender. The dates and times of all calls you receive and make an s copies of all correspondence.

There are many sources of help and advice and we have listed a few below. It is imporatnat to get organised with your paperwork so that you can see what your true position really is the organisations below can help you prepare a plan and some will help you get it agreed with the lender.

The FSA produces a Guide on what to do if you have Mortgage arrears.
http://www.moneymadeclear.fsa.gov.uk/pdfs/mortgage_cantpay.pdf

Some Organisations that can give you free advice:

• Citizens Advice Bureau (CAB)
• National Debtline
• Consumer Credit Counselling Service (CCCS)
• Community Legal Advice